Summary
Overview
Work History
Education
Skills
Timeline
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Rachel Winder

Chicago

Summary

Customer Service Representative with over 5 years of experience driving customer satisfaction through innovative solutions and empathetic communication. Proven success in boosting sales, mentoring teams, and refining service strategies to exceed expectations.


Overview

7
7
years of professional experience

Work History

Customer Service Representative

HCLTech
02.2024 - Current
  • Address customer inquiries via calls, emails, and chat, ensuring timely and precise responses.
  • Resolve customer issues with empathy, achieving high satisfaction scores and positive feedback.
  • Maintain detailed records of interactions, aiding in efficient issue resolution and trend analysis.
  • Participate in weekly reviews and quarterly evaluations, contributing to continuous improvement.
  • Implement feedback from performance reviews to enhance service quality and customer experience.
  • Actively participate in team reviews and evaluations, contributing insights to refine customer service strategies and processes.
  • Proactively identify recurring customer issues, proposing and implementing solutions to streamline service delivery and reduce inquiry volume.
  • Foster positive customer relationships through attentive listening and personalized problem-solving, consistently exceeding service expectations.
  • Streamline service delivery by identifying recurring issues, implementing solutions that reduce inquiry volume and enhance customer experience.
  • Propose and execute creative solutions to customer challenges, consistently surpassing service expectations through personalized problem-solving approaches.
  • Analyze customer interaction data to uncover trends, contributing insights that refine service strategies and drive continuous improvement initiatives.
  • Demonstrated strong organizational skills by managing customer inquiries, complaints, and orders in a timely and efficient manner
  • Applied exceptional organizational skills to maintain accurate records of all customer interactions and transactions

Customer Support Representative

Radial
08.2022 - 01.2024
  • Handled inbound calls, resolved customer issues, and provided exceptional service, enhancing satisfaction.
  • Coordinated with supervisors and guided team members, improving team efficiency and collaboration.
  • Managed outbound calls and assisted customers with orders, contributing to sales growth.
  • Maintained a compassionate approach to sensitive situations, ensuring customer trust and loyalty.
  • Coordinated with supervisors and guided team members, fostering a supportive environment that enhanced overall customer satisfaction.
  • Developed creative solutions for complex customer inquiries, significantly improving first-contact resolution rates and reducing escalations.
  • Meticulously processed orders and maintained accurate customer records, ensuring seamless transactions and building customer trust.
  • Demonstrated empathy in handling sensitive situations, effectively de-escalating conflicts and turning challenging interactions into positive experiences.
  • Streamlined customer issue resolution process, significantly reducing average handling time and boosting first-contact resolution rates.
  • Utilized Microsoft Office to efficiently manage and track customer inquiries, maintaining a high level of organization and productivity
  • Leveraged Microsoft Office to create comprehensive reports and presentations for weekly team meetings, effectively communicating key customer trends
  • Performed daily data entry tasks using Microsoft Office, ensuring accurate record keeping of customer interactions

Assistant Manager

RaceTrac Petroleum, Inc.
09.2018 - 08.2022
  • Led guest service initiatives, ensuring prompt and courteous interactions, boosting customer satisfaction.
  • Maintained a clean, welcoming store environment, enhancing overall customer experience.
  • Trained staff in customer service protocols, resulting in improved service efficiency and morale.
  • Implemented inventory management practices, reducing stock discrepancies and optimizing product availability.
  • Resolved customer complaints effectively, fostering loyalty and repeat business.
  • Led store operations, optimized inventory, and enhanced customer service, resulting in improved guest satisfaction and increased sales performance.
  • Fostered a team-oriented environment, mentored staff, and implemented efficient workflows to ensure smooth store operations and exceptional service delivery.
  • Introduced new strategies for product promotion and store layout, driving customer engagement and boosting sales of high-margin items.
  • Managed cash handling procedures, inventory control, and store cleanliness, maintaining high standards of accuracy and operational excellence.
  • Prioritized staff development and customer needs, creating a positive work environment and enhancing the overall guest experience.
  • Spearheaded customer service initiatives, enhancing guest satisfaction and driving repeat business through effective complaint resolution and staff training.
  • Streamlined inventory management, reducing discrepancies and optimizing product availability, leading to improved sales performance and customer satisfaction.

Education

Associate's degree -

Collin County Community College

Skills

  • Sales (Experienced)
  • Product Knowledge
  • Customer service (Expert)
  • Windows (Expert)
  • Healthcare Reform
  • Regulatory Requirements
  • Supervising experience (Experienced)
  • Project Management
  • (Expert)
  • PowerPoint
  • Facilitate
  • Store management (Experienced)
  • Teaching (Expert)
  • Healthcare
  • Front desk (Expert)
  • Computer Networking
  • Inside Sales
  • Merchandising
  • Customer service expertise
  • Account Management
  • Flexible
  • Organizational
  • Customer support (Expert)
  • Business-To-Business
  • Health Care
  • Business Development

Timeline

Customer Service Representative

HCLTech
02.2024 - Current

Customer Support Representative

Radial
08.2022 - 01.2024

Assistant Manager

RaceTrac Petroleum, Inc.
09.2018 - 08.2022

Associate's degree -

Collin County Community College

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Rachel Winder